It is a proven fact, that an organization that successfully handles complaints, and resolves them effectively and efficiently, not only retains that business but gains additional business as well. During this program, participants will learn a process that makes all the difference in turning around a complaint.
Specific topics include the following:
- Understanding What Members Need And Want
- Understanding Why Members Get Irate and Complain
- How To Handle Complaints
- The Role Of Communication
- Forget The Golden Rule
- It’s The Little Stuff!
- The Importance Of The Unexpected
- The Critical Conclusion – What Is At Stake
- Specifics To Turn A Complaint Into A Positive Situation
Speaker: John Baptista’s experience combines over 35 years in the financial industry, including 30 years in management, and over three decades as a trainer and consultant. As the youngest branch manager in the history of one of the largest California Banks, John recognized early the importance of customer service. From over 2000 employees, he was ranked in the top 10% for providing the best in customer service. He has also been a lender, banker and corporate trainer with a major credit union.
Over $75 million - $109 per telephone connection
$7-$75 million - $89 per telephone connection
Under $7 million - $59 per telephone connection
An audio archive is available at no additional charge and can be accessed for 60 days after the live session. Instructions on accessing the archive will be sent with your connecting instructions and confirmation.
Education Scholarships Available
Scholarships are available for all KCUA education events. Scholarships pay 100% of registration fee for credit unions under $7M, 50% for credit unions between $7-$75M and 25% for credit unions over $75M.
Sorry, no cancellations are allowed after connecting instructions and handout materials have been sent to registrants. Substitutions are welcomed and encouraged.